Raileasy

raileasy.co.uk is a retailer of UK rail tickets, it does not set the terms and conditions of the various ticket types. It is the individual train operating companies (TOCs) that do that. Raileasy passes these on to you, the customer.  Please note you ( the customer ) are bound by the terms and conditions of the tickets you purchase. Raileasy also has a number of requirements which you must agree to before buying a ticket.

National Conditions of Carriage

The National Rail Conditions of Carriage set out the minimum level of service you are entitled to expect plus your rights and responsibilities when travelling on the National Rail network. You can view these in total by clicking on the link.

Ticket On Departure

If you select a departure point where ticket on departure machines are available, raileasy encourages you purchase your tickets on this basis. Picking up your tickets just before you travel is very convenient. However, there are several conditions you must abide by.

1. You must use the same card to pick up your tickets that you used to buy them. You are given a "ticket collection reference" when you buy your tickets and you need to type that into the ticket delivery machines at your departure station but you also have to insert the card used to buy the tickets into the machine. The machine will not deliver the tickets without the card so
it is your responsibility to have the card used for booking in your possession when you pick up your tickets.

2. You must make sure you arrive in enough time to collect your tickets, we recommend at least 20 minutes before departure. You cannot travel with just a ticket collection reference, you must have your tickets to travel.

3. If you are travelling early the next morning after making your booking, you must check the opening times and accessibility of the ticket collection machines. Sometimes these are only available in ticket offices which open later than the station itself.

4. In the event the ticket collection machines are not working, you should go to the ticket office. In the event there is no one at the ticket office, please phone the contact number on your confirmation email and you will be advised what to do. Some ticket collection machines are located in unmanned stations but they will have a contact number on them if the machine breaks down. If it is not possible to get your tickets, there is a good chance you will be charged again on the train. Raileasy will refund this as long as you can demonstrate you have arrived in time, gone to the ticket office if available and contacted our call centre. If you have a camera in your mobile, it will be very useful if you can take a picture of a closed ticket office, i.e there was no one there to assist you.

Tickets

Where ticket on departure collection machines are not available, raileasy.co.uk will send your tickets by First Class post to UK addresses only. It is your responsibility to ensure the delivery address you enter is correct.

Your tickets can take up to 5 days to arrive but, if they have not arrived by 5 days since you made the booking, it is your responsibility to contact us to advise us. raileasy will not replace tickets if you leave it until just before you travel to advise us that your tickets have not arrived. If there is a problem with the post, the tickets will not arrive by 5 days after purchase so it is then you must contact us.

Cancellations
Whether tickets can be cancelled and refunded is determined by the fare type and these are decided by the Train Operating Company offering the fare. The terms and conditions of each fare are viewable by selecting the fare and times you want and then clicking on "details of the selected fare". We strongly recommend you check these to make sure you are buying a ticket that suits your requirements.

The “ticket terms and conditions” will also be sent to you in the confirmation email or you can print them off the confirmation screen after you have made a booking.

If you want to cancel your booking, please first check whether your ticket is refundable.

If it is, please email refunds@raileasy.co.uk who will process the cancellation and refund you but please note there is a £10 admin charge. It takes up to 4 weeks to return the money to your credit/debit card.

If there have been train cancellations and you have not been able to travel, please check the National Conditions of Carriage which will explain your rights.
All bookings made through raileasy.co.uk are subject to the National Conditions of Carriage (as updated from time to time) which we strongly recommend that you read. Please click here.

If you have any questions, please call our UK call centre on 0906 2000 500 (Mon-Fri 0700-2000, Sat-Sun 0800-2000) Calls cost £1.02/min from BT UK landlines.  Costs from other networks and mobiles may vary, if you call this number outside of hours, you may still be charged..

Amendments
If you want to amend your journey, please check whether your ticket is amendable in the "Ticket Terms & Conditions" which will be in your confirmation email and when it has to be amended by. Please note you can only amend dates and times NOT the departure point or destination or Train Operator.

If it is amendable, please rebook online with your new dates/times and email refunds@raileasy.co.uk with your new 8 digit/letter Ticket (Collection) Reference and the original Ticket (Collection) Reference you no longer require which we will refund.

If you are departing from a non ticket on departure (TOD) departure point and you have received your tickets in the post, you will only be able to rebook online if it is more than 5 days before your new departure date. If it is inside 5 days, you can go (with your tickets) to any station and get them to amend your journey.

If your booking is TOD, instead of rebooking online you can alternatively go to any station which offers ticket on departure (TOD) to amend your journey. Please click here for a full list of TOD stations: www.raileasy.co.uk/go/stations We recommend you collect your tickets from a self service machine before you go to the ticket window at the station.

If you have already collected your tickets or they have been posted to you and you rebook online, you must post your original tickets back to us before we can refund you.

Please send them to: Raileasy Refunds, PO Box 3522, Stafford, ST16 9PY

If you need to change your departure point or destination, you will have to cancel your booking so please check "Cancellations" above.
We will charge a £10 admin fee for refunding your original booking but please note that at a station you will be charged £10 per passenger per journey plus any increase in ticket cost.

If you are still unsure, please call 0906 2000 500 but only for further instructions, amendments cannot be done on this number. Opening hours 0700-2000 Mon-Fri, 0800-2000 Sat-Sun. Calls cost £1.02/min from BT UK landlines. Costs from other networks and mobiles may vary, if you call this number outside of hours, you may still be charged.

In this section

• Cancellations
• Amendments
• National Rail Conditions of Carriage
• Our Terms & Conditions